Customer Care Manager

Industry: Customer Support, Client Care

City: Yerevan

Published: 2/27/2019

Deadline: 3/29/2019

Job Description
 
We at Globbing LLC are looking for an experienced Customer Care Manager to provide excellent customer service and to promote this idea throughout the organisation. The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations.

  • Responsibilities:
     
    Take part in drafting and development of customer service policies, procedures, scripts and standards 
  • Maintain the customer service team in accordance with policies and procedures including effective staffing, work planning, corrective action and conflict resolution 
  • Supervise and monitor the work of the team to ensure adherence to quality standards, deadlines, and proper procedures 
  • Identify and eliminate barriers to accuracy, efficiency, and quality 
  • Create solutions for complex customer service issues and become proactive in resolving negative service trends 
  • Listen to and resolve customer complaints regarding services or personnel, issuing refunds or compensation to customers 
  • Discuss job performance problems with employees to identify causes and issues to work on 
  • Provide employees with guidance in handling complex problems, resolve escalated complaints/disputes 
  • Other duties as assigned


Required Qualifications:

  • Bachelor’s degree 
  • At least 3 years of customer service/call center experience 
  • At least 2 years management experience in relevant field 
  • Exceptional skills in using job related software and in data analysis 
  • Experience conceptualizing, planning, developing, and coordinating large scale, complex projects 
  • Absolute passion for ensuring a world-class customer experience with every contact 
  • Ability to work effectively with individuals at all levels 
  • Stress resistance 
  • Fluent in English, both written and spoken 
  • Excellent oral, written and interpersonal communication skills

Application Procedure
 
All the interested and qualified candidates are welcome to send their motivation letters and CVs to the above mentioned email. 
Please, indicate the position title in the subject line. 

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